Introducing the first digital experience and a fresh look for Centrica's customer-facing Evolve Energy app.
Introducing the first digital experience and a fresh look for Centrica's customer-facing Evolve Energy app.
Overview
The Evolve Energy App was an exercise in demonstrating the importance of customer experience design for Centrica, and how a new interface look and feel would provide value when onboarding new customers.
Deliverables
I was tasked with creating a 'best practice' user journey for Centrica's energy app - specifically for onboarding new customers, and existing customers simply wishing to pay their bill. This consisted of a series of CX maps, wireframes, and design proposals.
Role
Centrica was relatively new to digital best practices at the time. Working as the lead designer, I had to present the customer experience wireframes to the client and educate them on the importance of a simple onboarding experience and why an over-complicated design is not the right approach for customers who simply want to view and pay their bills.
Onboarding experience
The first exercise was to map out the 'best case scenario' for Centrica users - this meant we had to strip out and add in features to the existing flow of their app onboarding process in order to create a logical structure we knew the customer would be happy with.
I wanted to make sure that as a utility company, the process of onboarding didn't need to feel daunting or stressful. I removed all the visual 'weight' and replaced elements with a clean design system - including illustrated visual cues in cards, larger touch areas and personalised text prompts.
I wanted to make sure that as a utility company, the process of onboarding didn't need to feel daunting or stressful. I removed all the visual 'weight' and replaced elements with a clean design system - including illustrated visual cues in cards, larger touch areas and personalised text prompts.
More projects
01
Leading the design of product and brand for Europe's most comprehensive reproductive healthcare provider.
02
A precision engineered bespoke typeface to spearhead Bicycle Therapeutics approach to targeting disease.
03
.svg){kind=logo}
